Two Techniques for Training Better Agents: Motivation and Monitoring

It takes a great many resources to make a contact center run efficiently. But despite the advances in workforce management and workforce optimization technology, your employees, especially your agents, are the most valuable resource of all.

That is why it is so important that agents are qualified, capable and motivated to deliver outstanding service. Fortunately, technology can help here as well, especially with the two most effective techniques for producing better agents: monitoring and motivation.

Monitoring

It’s possible to monitor agent performance manually, but it’s also time-consuming. Plus, if a manager is sitting right next to the agent as he or she takes a call, it’s possible they are not going to hear the agent conduct that call the same way as if management wasn’t around.

An automated call quality monitoring solution, such as that offered in Monet’s workforce optimization solution, delivers recordings of calls, as well as data that can help a contact center track agent performance (attention to KPIs, script compliance, etc.) over a long period of time, establish improvement goals, boost productivity and provide targeted guidance for training sessions.

Motivation

Call monitoring also makes it easier to identify the best agents at your contact center, and to reward them for their efforts. Doing so will not only assure continued top performance, it can motivate the rest of the team to up their game and become eligible for similar compensation.

What’s the best way to motivate agents? There is no answer that will fit every contact center. The easiest way to find out is simply to ask your agents. What would they like (besides their paycheck) in return for improved performance? Some may respond to gift cards or movie passes or trophies and plaques; others may prefer first choice at future shift schedules, so they can work hours that are more convenient.

And while you’re asking agents about preferred rewards, why not also take that opportunity to solicit suggestions on what the contact center can do to help agents do their jobs, and deliver better service. These are the folks on the front lines of customer engagement – they may have ideas for creating a more effective work environment.

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